# Upscope Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Upscope the right Remote Support solution for you? Explore 92 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/167722/Upscope/reviews --- Upscope 4.4 (92) [View alternatives](https://www.capterra.com/p/167722/Upscope/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Upscope Ease of use 4.6 Customer Service 4.6 ## Pros and Cons in Reviews Halimatun Z IT ManagerAccounting, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Trying to control the screen share with a unstable internet connection is very hard, as the mouse pointer will not synchronized with my mouse and making things very confusing and frustrating. “ November 16, 2021 ## Showing most helpful reviews Showing 1-25 of 92 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Dan N. Customer Experience Team Industrial Automation Used the software for: 6-12 months ### "Perfect for use with Intercom! Frustrating when "Upscope User Not Found"" January 23, 2019 4.0 Better customer support and training. Cowbrowsing straight from intercom is excellent. Would recommend upscope to anyone using Intercom to support customer UI interactions. Great tool! Pros It is seamless with Intercom. A customer has a question and our team can be co-browsing with the customer in moments. Drawing on the customer screen to help them know where to click is very helpful. Cons Every so often we get an "Upscope User Not Found". It is frustrating because we have come to depend and really value upscope. So if we are blocked from using it we have to revert back to the old-school screen share tools that require the customer to download a plugin. I have contacted upscope support regarding this issue and they were very responsive! They said that: "Sometimes the intercom integration will have problems if the user logs in from multiple computers / browsers. This can be fixed by telling Upscope who the user is with a unique ID. In a single page application, if you don't have identity information at page load, you can use the following method: Upscope('updateConnection', { uniqueId: 1234 }); Please only call this after the Upscope('init') function. By setting a uniqueID for the user (this can be taken from your own db, or it can be the user email if that's easier for you), we can tie all their sessions together and it would make the intercom integration more reliable. I hope this helps! Do let me know if this keeps happening even after doing this and I'll dig further." Sounds like there are things we can do to make it more reliable. Review Source Response from Upscope October 22, 2019 A note on 'user not found' and how to avoid it: In 99% of cases, user not found is when the Upscope javascript snippet is not on all pages on which you wish to screen share with a customer. Once the code is added, it will work smoothly. While we can't be 100% certain that this was the case here, from our experience over the last few years, it's around 99% likely :) There are some cases in which the screen sharing link within a chat integration is blocked by adblockers but this can be avoided by installing it directly on the page and not via Google Tag Manager. The Intercom ID issue has also been solved as we now have a direct integration with Intercom allowing anyone to launch a co-browsing session with a customer from directly within their chat. Halimatun Z. IT Manager Accounting Used the software for: 2+ years ### "Screen sharing easily" November 16, 2021 4.0 Pros Upscope is our main choice for screen sharing quickly with computer that my department in-charge. We can fix or troubleshoot the target computer remotely, without having to physically presented to the target computer. Cons Trying to control the screen share with a unstable internet connection is very hard, as the mouse pointer will not synchronized with my mouse and making things very confusing and frustrating. Review Source EH ELIZABETH H. Sales Manager Financial Services Used the software for: 6-12 months ### "Upscope Useful customer support tool" April 5, 2019 3.0 But overall good tool. Pros Upscope is a convenient tool to share screen with our partners and it is paired with our live chat app which is great. Cons With a few enhancements it will be be that much better. The issue I have with it is that it disconnects from who i am sharing the screen with and does not allow us to reconnect until some time passes. Review Source Elliott E. Customer Success Entertainment Used the software for: 6-12 months ### "Perfect for Tech Support" January 23, 2019 4.0 It has been invaluable for our team when assisting users training or troubleshooting issues! Pros Integrates with our Intercom live chat system, making it easy for us to view our users screens and troubleshoot issues both big and small. Allows us to control the users screen! Cons We cannot see images or click/view drop down menus on our users screen. Using voice is a bit expensive and it is just easier for us to call the user with a landline while we screen share. Review Source Noel S. CEO Computer Software Used the software for: 1-2 years ### "Best of its kind" April 25, 2018 5.0 Much better customer support Pros We have tried a lot of services like Upscope, but no one does it as well as they do. We have it intergrated in out SaaS platform and mobile devices. Cons I honestly have no cons on it. Everything with Upscope has been a smooth ride from the very beginning! Review Source Jeremy A. Customer Service Manager Automotive Used the software for: 6-12 months ### "Too Easy " January 23, 2019 5.0 We using Upscope for our support team to lower the time to resolution and increase customer experience and satisfaction. Pros One of the most important things when getting a new software or implementing a new process is that it is easy. Upscope is one of the easiest platforms to utilize. We have the intercom integration and we click 1 button. Cons Currently, I do not know of any gripes from the team here at DriveCentric. Review Source Jason G. Director of Sales and Success Consumer Services Used the software for: 6-12 months ### "Your SaaS business needs this tool" January 23, 2019 5.0 Having spent 10 years doing Customer Success and sales this is the best tool I've ever used. My phone demo time has decreased from over an hour to just 20 minutes at times with increased knowledge by the user. Pros The ability to sign into a screen with a single click on the operators end saves anywhere between 5 and 30 minutes from traditional screen shares. Drawing on a screen is another amazing aspect since you can train the user to do it for themselves instead of doing it for them. Finally, being able to take control when they cant figure it out makes the demo go much faster. Cons I don't have any cons with the software. Everything worked perfectly. Review Source Brad E. Executive Vice President Of Operations Computer Software Used the software for: 6-12 months ### "Very easy on demand screen share solution" February 12, 2019 5.0 Overall it works as expected and helps my client resolution center with quick and easy access to our clients workstations. Pros Ease of use Simplicity to the client No footprint on the workstation Cons minimal annotation tools User manual access Review Source Quentin V. Information Technology Specialist Legal Services Used the software for: 6-12 months ### "Simple Setup and Easy to Use" January 23, 2019 5.0 Pros It can easily integrate with our website and easy to use. Cons The lack of a better search feature on the site Review Source Manuela A. Country Manager and Dietitian 3837N Computer Software Used the software for: 6-12 months ### "Great to solve quick problems with clients" January 23, 2019 4.0 It is really great when clients ask quick how-to. It definitely improves the user experience and customer service. Pros How easily it integrates with intercom, and for the client to set up. Cons It takes a while to connect, if I'm on the line with a client it can get awkward. It takes too long to load when they change the tab (perhaps this is more of an internet problem). Sometimes it does not find a client online even though I'm chatting with them on Intercom.io. Review Source CM Callum M. Customer Support Specialist Used the software for: 6-12 months ### "Really great service that works very easily, customer service was outstanding. " April 24, 2018 5.0 Easy seamless customer support instantly. Pros Users don't have to worry about downloading anything, instant screenshare that's seamless. It also has a pointer that's easily recognized and can actually interact with the user's webpage. Cons Occasionally doesn't link on the first try and sometimes I have to log in again through my email. (That might be because of our account settings though) Review Source KM Katherine M. Account Executive Internet Used the software for: 6-12 months ### "Upscope Review" January 23, 2019 3.0 Pros I love being able to see the customer's screen so I can better assist them with their needs Cons Sometimes the email address doesn't load in the system, resulting in not being able to see the customer's screen. It seems inconsistent with when customer's email addresses load or not Review Source GI GERALDINE I. Supervisor Outsourcing/Offshoring Used the software for: Less than 6 months ### "MY UPSCOPE EXPERIENCE" January 23, 2019 5.0 It's a great help. It lessens the burden of asking the customer's issue as when we took one look, we already knew what is the problem. Customers were happy. Kudos! Pros The timely loading of share screen since it is very needed in our site. Most of the problems we encounter are technical and majority of our customers were old. They don't know how to describe what is happening on their end and the best way to only find out if we are on the same page is using Upscope. From there, we would be able to immediately assess what is the problem all about as we can see their screens. It's time saving and delivers satisfaction to our customers. Cons The phone button because it keeps on dropping when I try to use it but maybe it's our internet connection. We rarely use that button. All we need is to see the customer's screen. Review Source TP Tracy P. MSSII Insurance Used the software for: 6-12 months ### "CVT Upscope Review" February 27, 2019 4.0 We're able to see what the member is doing or if they are in the correct place, then guide them through the process. Pros It allows us to see exactly where the member is, as they don't always articulate where they're at in the process. I also like the ability to highlight or draw, so they can go straight to what I;m referring them to. Cons The log in process... I have to find an old email and click on it, then enter my email , click on the link in a new email to get logged in to look for the member email I want to look at - all while a caller is waiting on hold for assistance. Review Source JB Joe B. Customer Care Representative Information Services Used the software for: 6-12 months ### "Basic, Helpful, not totally Reliable" January 24, 2019 4.0 Overall Upscope has been a helpful tool in the belt. It's not 100% reliable, but I can tell the app is slowly improving, and the pros outweigh the cons. Pros The basic use of the program--screensharing--is super helpful. Way easier than requesting screenshots from users who may or may not know how to do that. Cons Upscope can't always find the user, even when I know they're online. Sometimes it just doesn't connect, so that's embarrassing when they're waiting on me and I have to say "Sorry, it doesn't seem to be connecting." Review Source JC Jacob C. Customer Support Automotive Used the software for: 6-12 months ### "Great Co-Browsing Platform" January 23, 2019 4.0 Pros Easy to Connect and integrate Responsive / very little lag Requires Email verification for every login Cons Upscope occasionally goes down and is unusable. Fortunately, their status page is helpful in monitoring these events and their resolution. Review Source VR Verified Reviewer Associate Digital Marketing Manager Facilities Services Used the software for: Less than 6 months ### "Upscope: Exactly what you want for customer service screensharing." January 14, 2020 4.0 Very positive. We didn't use it as much as we thought we might, but the program itself is impressive and the customer service is very helpful. Pros Upscope's ability to allow customer service agents to share their screen with a customer is incredibly helpful. It's even more useful that Unbounce allows the customer service agent to request permission to co-browse with the customer, seeing exactly what they see and clicking them through the process that's giving them trouble. Cons The way that Upscope manages logins and permissions is tiresome. Basically to share out "seats" you have to email a link to the agent who is going to use the seat. There's not an easy way to bookmark Upscope in order to login. Review Source BC Brendan C. Owner Marketing and Advertising Used the software for: Less than 6 months ### "Demos and training made easy" March 28, 2019 5.0 Pros I love this software. We use it to train clients and walk them through design and layout choices. It is great that they don’t have to download anything. The connection and sharing feels very natural to our clients. Cons Nothing, the one feature I thought it lacked, cursor mode, was added a few weeks ago. Review Source BB Brandon B. Customer Support Manager Accounting Used the software for: Less than 6 months ### "The only way to troubleshoot" March 10, 2019 5.0 Excellent experience, would highly recommend trying it out. Pros Not everyone is savvy in the ability to explain “what’s wrong”, Upscope delivers that and we’re able to support our customers with little effort on their part. Cons No cons, it runs seamless with intercom. Review Source IS Ivan S. VP of Marketing Computer Software Used the software for: Less than 6 months ### "Amazing Secret Tool!" March 22, 2019 5.0 Goodbye hotjar, crazyegg, this new tool is amazing in conjunction with Intercom. Pros It's amazing how easy it is to see and prospect our visitors now, it helps TONS to understand in real time what they do. Cons I would love to TAG or MARK down some of the visitors. Review Source BC Bill C. National Sales Exec Telecommunications Used the software for: Less than 6 months ### "Needs work" October 17, 2019 1.0 So far I am not impressed. Pros It is integrated in to Slack.Not much else so far. Cons Crashes and view of customer screen is not adequate. Review Source Response from Upscope January 21, 2020 Hi Bill, we don't have an integration with Slack, is it possible you've us confused with someone else? BH Bethany H. Sales Consumer Services Used the software for: Less than 6 months ### "Interesting, have never used." October 21, 2019 4.0 WE are able to share a screen and walk people through problems Pros It is easy to view on a computer and follow and quick Cons Though it is easy to view, maybe the highlighter could be brighter Review Source AT AJ T. Customer Success Manager Human Resources Used the software for: Less than 6 months ### "Must Have!" August 13, 2019 5.0 Pros Easy of use and ability to add more information to a clients profile for future inquires Cons Falls short of ability to work most times Review Source CD Claire D. Sales Development Representative Internet Used the software for: Less than 6 months ### "Upscope" January 23, 2019 3.0 Overall I have had a pretty good experience with Upscope. Pros It is easy to access the customer's screen and it is great to be able to see what they are doing in their own system. Cons The time it takes to pull up an email account. I also don't like how multiple accounts pull up as I am never sure which one I should click on. Review Source JO Joep O. Customer Success Specialist Computer Software Used the software for: 6-12 months ### "Excellent tool! One click through Intercom (live chat app) and I have a live screen share session. " April 24, 2018 5.0 Pros Easy to use Customers don't have to install anything Once click to activate screenshare though Intercom (live chat app) Excellent customer service. Cons Early on it was there were a few bugs, but the Upscope team worked closely with us to resolve everything. Now it is running smooth! Review Source Similar Products Featured ## Related categories [Remote Support](https://www.capterra.com/remote-support-software/)